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Original poster

NatWest "approve purchase in the app" is driving me bananas!

95 replies

Pheefifofuckthisshit · 03/03/2023 22:12

Anytime I try to pay for something on my phone using my NatWest bank card it asks me to approve the payment in the banking app. It never ever works. Every time I approve it, and then the purchase page on whatever website I'm trying to buy from has an error screen when I return to it. It doesn't matter how I navigate in and out of the app. However I do it it just ends in frustration. 😡

Tonight I've ended up powering up my years old laptop to buy some shoes from one site and a kids bed from another because I've been trying all week to buy these on my phone and every time I try it doesn't work.

Has anyone else had this issue?
Is there a magic way to solve it?
I am autistic and my eldest is too, we tend to avoid shopping in an actual shop whenever possible and so this is evoking a very frustrating and frequent problem.

OP posts:
BT11 · 04/03/2023 02:45

-Make sure your phone software is updated/you have a compatible phone. (Number one issue with verification IMO)
-Make sure your home address and contact details are correct with both bank and vendor before attempting purchase.
-If the website is one that has a lot of fraudulent flags by other users (not just NatWest) it'll ask for verification.
-If you've ever disputed/had a fraudulent payment in the past with that website or a similar one it'll ask for verification.
-If the merchant is using an old website/old payment system/not UK based it'll ask for verification.

In all honesty the list goes on and on and on. It's essentially a safety net for fraud. Yes, it's annoying but it's a regulation to keep people safe. Switching banks is only a temporary fix as it's just going to get more intense with time, unfortunately.

Your best bet is to carry on using the card online. The more you us it for online purchases the less likely it'll flag on particular websites. The reason it flags a lot of the time and you can't do it using the app etc is because you don't do it very often (not always the case but a lot of the time).

Don't forget it's not just NatWest or your bank that'll ask for verification but MasterCard, Visa etc can also force the checks. It's a regulation, unavoidable. So even if you ask your bank to allow a payment to go through if it doesn't work using the app etc they are sometimes unable to do so if it's deemed as risky by card supplier.

Hope that helps? I work for a high street bank but currently on MAT leave and things are constantly changing. Very frustrating but there's so much fraud it makes sense. When will it end! 🙈

Undertheoldlindentree · 04/03/2023 02:53

Caneloalvarez · 03/03/2023 22:27

Arghhhh this drives me crazy too!! I ended up using my PayPal as a way to pay to avoid the whole NatWest approval thing. Soooo annoying!

Exactly the same problem and work around. Usually 10-15 mins of frustration per purchase first.

Please sort it out NatWest!

BT11 · 04/03/2023 03:11

Also, it does sounds like Natwests app is a nightmare given what people have said!

Interested in this thread?

Then you might like threads about this subject:

General money
Bagpuss2022 · 04/03/2023 03:20

With Natwest I have no issues and only get the verification thing with new site/shops maybe it’s your phone ?

Merlott · 04/03/2023 03:24

Switch and get some cash too! Money saving expert has a list of banks offering cash to switch.

RicStar · 04/03/2023 03:44

I have this issue with Natwest, others do too but Natwest refuse to accept its anything to do with them / their app, its something to do with the apps interaction with android/chrome, sometimes it works for me a bit now and less places seem to ask for the code than when the verification was first introduced. I like Halifax where you can pick the text me option and stay on the browser page.

sashh · 04/03/2023 04:00

Yep, I hate it too.

Kissedbyfire1 · 04/03/2023 06:58

@BT11 thank you, but that doesn’t explain why the card doesn’t work when paying in person in one particular shop. Waitrose is one of my most frequent transactions (I don’t shop much in general but am there most weeks), so why does it trip the security algorithms (or whatever). Couldn’t it be that their systems are just a bit shit?

MaidOfSteel · 04/03/2023 07:04

Can you set PayPal to come directly from your account, instead of via your debit card? See if that makes a difference?

I had the 'time-out' error, too, but I've found approve in app OK to use since I click directly on the notification at the top of the screen when it arrives. Then, when the approval is done, I use the back button to take me back to where I was. It's working OK so far, at least.

MrsRickAstley · 04/03/2023 07:16

Santander is the same

RunTowardsTheLight · 04/03/2023 07:18

I'm with NatWest, it works fine for me.

YukoandHiro · 04/03/2023 07:20

I have put my NatWest card on apple pay to get around it

Soproudoflionesses · 04/03/2023 07:22

Omg yes - Barclays. Took me forever to do car tax last week.

WMH · 04/03/2023 07:30

Standard now with most banks. I choose verify by other method and it gives me option to send text to phone. I can then just copy this in.

Pinkflipflop85 · 04/03/2023 07:36

Natwest verification is shit. It rarely works for me. Never have any issue with verification for other cards I use.

Last night the app wouldn't even open, so that was helpful when trying to verify our takeaway order.

blibblibs · 04/03/2023 07:39

RBS is exactly the same.

2ndMrsdeWinter · 04/03/2023 07:40

Barclays are moving to an in app option only. I will be moving banks because it does my head in as well.

MintJulia · 04/03/2023 07:41

I reverted to them texting me a numeric code.

Ilovesoutherncomfort · 04/03/2023 07:44

I am so frustrated at the moment. I’ve received a cheque which needs paid in and due to branch closures the nearest branch is over 10 miles away which is ridiculous.
You can actually pay a cheque in on the app by taking a photo and submitting it but it just keeps on saying unable to process.

Next option is to pay in at a post office but you need a paying in slip. Who has a cheque book or paying in slips these days? Mine is probably crumpled up in the back of a drawer not having been used in years. Grrr!

Itslookinggood · 04/03/2023 07:45

They hide the text message option in small print, but it is there, so you should be able to use it.

or….switch to starling. It is set up for phone use and works brilliantly.

DustyLee123 · 04/03/2023 07:46

RBS does it a lot too

Roystonv · 04/03/2023 07:47

I am with HSBC, no mobile so have to use a card reader. Have no idea how it is decided I need to verify; I assumed it was sort of a random check thing as many time I do not have to. Last night I booked 5 ferry journeys with Calmac and had to verify every one, same with Morrisons when I did a rare shop with them recently and every time I changed the order I had to verify. Can anyone explain the algorithm used?

OhWhatFuckeryIsThisNow · 04/03/2023 07:48

I lost Pulp tickets because of this. Bastards.

Womencanlift · 04/03/2023 07:48

I am RBS and never have a problem. It is a slightly annoying step to go into the app to do it especially when you are doing a time critical transaction like concert tickets but it has always worked fine for me

I assume you have checked that you have the most updated version of the app?

BT11 · 04/03/2023 07:48

I hear ya! That is weird 🤔 the only thing I can think of with the card in person is if you haven't used it for a while it will ask for your pin just to confirm it's you before a contactless payment. Usually you get around 4-5 contactless payments in a row before requiring a pin.

It could be that the card is damaged/old which will trigger a pin over contactless.

NatWest can confirm with you over the phone the exact reason it's asked for a pin - there would be a code to say why.

Or it could just be their systems are overly sensitive or a little rubbish 🤷🏻‍♀️

If you're fed up with that issue you can try Google/apple pay and it'll never need a pin. Hope you get sorted!

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